AI Resilience and Incident Manager - Conversational AI - Remote

UnitedHealth Group•Minnetonka, MN

6d•$112,700 - $193,200•Remote

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. We are leading the way in healthcare innovation, dedicated to transforming patient care through data-driven insights and pioneering technology. We’re at the forefront of developing and deploying generative AI to enhance human-assisted experiences – from personalized member support to streamlining provider engagement. We recognize the vital importance of responsible AI deployment and are building a robust framework to ensure the safety and efficacy of our AI systems. We are seeking a highly skilled and resilient AI Resilience & Incident Manager to safeguard our AI-powered conversational healthcare solutions and mitigate potential risks associated with their use. This is a strategically important role within a large, global organization, focused on proactively anticipating and responding to unexpected AI behavior – particularly considering the high-profile nature of our platform. You will be a critical component in managing any challenges that face our AI platform, ensuring rapid resolution and minimizing impact to users and our reputation. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Requirements

5+ years of experience in Product Risk, AI Governance, Operational Risk, Data Science, Analytics, or a related technical field, preferably within the healthcare industry
Deep understanding of generative AI models, conversational AI, and the potential challenges associated with deployment – with a specific focus on biases, hallucinations, and prompt injection vulnerabilities
Proven excellent analytical and problem-solving skills, with the ability to interpret data, identify root causes, and develop data-driven solutions
Proven ability to design and document clear, effective processes, with a strong understanding of incident management frameworks
Proven exceptional written and verbal communication skills – crucially, the ability to explain complex AI concepts to non-technical audiences clearly and concisely
Demonstrated ability to influence stakeholders and lead teams through challenging situations while maintaining composure and demonstrating empathy
Proven meticulous approach to documentation and process development, with a strong understanding of regulatory requirements (e.g., HIPAA, GDPR, FDA guidance on AI, data privacy laws)

Nice To Haves

Incident Management Systems (e.g., PagerDuty), Risk Management Frameworks, etc

Responsibilities

Develop & Implement AI Resilience Strategy: Create a comprehensive, documented strategy outlining processes for identifying, escalating, and remediating AI-related issues within our conversational healthcare applications – specifically focusing on mitigating hallucinations, inaccurate responses, and other unexpected behaviors. Given our industry, accuracy and patient safety are paramount
Simulation & Testing: Design and execute rigorous simulation testing scenarios – including adversarial testing – to proactively assess our AI systems’ robustness in conversational contexts. This includes creating repeatable testing plans, documenting results, and identifying areas for improvement
Process Development: Define detailed, step-by-step processes for various levels of intervention, ranging from assisting Product Owners with prioritization to coordinating executive responses if challenges occur. Clear escalation paths and communication protocols are vital
Documentation & Policy Creation: Meticulously document all processes, risk assessments, remediation strategies, and incident response procedures, establishing clear guidelines for teams globally. Detail orientation and adherence to HIPAA and other relevant regulations (e.g., guidance on AI, data privacy laws) are critical
Risk Assessment & Prioritization: Analyze potential AI risks – particularly those impacting patient safety, data privacy, and compliance – and develop a framework for prioritizing remediation efforts based on impact and probability
Communication & Influence: Clearly and concisely communicate complex technical information to diverse audiences – including product teams, engineering, clinical stakeholders, and potentially external media – often under pressure. You’ll be a key spokesperson during incidents
Crisis Management: Remain calm and focused during high-pressure situations, guiding teams through responses to AI outages and ensuring a measured and effective recovery – particularly in situations requiring rapid escalation to executive leadership
P1/P2 Outage Involvement: Actively participate in the response and recovery efforts for P1 (High Priority) and P2 (Medium Priority) outages of the AI platform, contributing to rapid root cause analysis and implementing corrective actions
Media Response Support: Work closely with the Communications & Public Relations team to prepare and disseminate accurate information to the media in the event of high-profile AI incidents
Conversational Experience Focus: Specifically analyze and mitigate risks associated with generative AI in conversational healthcare applications – including the potential for biased responses, inappropriate recommendations, and the impact on patient-clinician interactions. We’re primarily focused on applications such as mobile applications, member portals, conversational dialog and Decision Support Systems
AI Legal & Regulatory Monitoring: Proactively monitor and analyze emerging AI laws, regulations, and industry best practices, particularly those impacting the healthcare sector. Translate these developments into actionable insights and recommendations for the organization